Frequently Asked Questions
ORDER OVERVIEW
What happens once I place my order?
Once you place your order, you'll immediately receive an e-mail confirmation with your order number. You'll receive an email from your dedicated VMS Account Executive who will be taking care of your order soon afterwards. He/She will fully review your order, confirm dates, and review your artwork.
Once all of the details are worked out, we will begin the process of setting your logo template, and the next thing you'll receive is an electronic proof. From there, you'll have the opportunity to approve it, or make suggestions for changes and improvements. Once you've approved the artwork, your order moves into production. Nothing goes into production without your approval!
GENERAL ORDERING INFORMATION
Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Restocking fees may apply. Once items have been decorated with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your VMS Account Executive as soon as possible and they'll be happy to assist you.
What are set-up charges?
A set-up is a fee charged to create the screen, die or other necessary items to imprint your logo. These are not art charges. Each item has different imprint areas and methods of imprint, therefore, has a unique setup charge
Will I see a proof before my order goes into production?
Yes. Unless it is an exact reorder, you always see a proof of your logo before we proceed.
Do you charge sales tax?
Customers in the state of MD will be required to remit use taxes. If your organization is exempt, please supply your VMS Account Executive with your resale certificate.
Can I order in quantities smaller or larger than those shown?
While all products offer different minimums, less than minimum is available on a product by product basis. The absolute minimum varies by product. Large quantity orders may qualify for deeper discounts. Please contact your VMS Account Executive for more information about your order.
What if I don't see the product I'm looking for?
VMS has access to hundreds of thousands of promotional products with worldwide sourcing capabilities. If you don't see it online, don't worry we can find whatever you need. We can also help create a custom product for your promotion. Call your VMS Account Executive or contact us today!
ARTWORK
What kind of artwork can I upload?
If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI images. However, we will take whatever you've got--we've seen pretty much everything! NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing
Please send instructions for any additional information for your artwork. If you are submitting a layout, please also send each of the images from the layout as individual files. VMS will work to optimize your brand message on your selected products. This sometimes may result in image or imprint adjustment.
Do you keep my art on file?
Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible.
Can I specify a PMS color for my imprint?
Yes. In some cases, exact PMS matching may incur an extra charge or isn't possible, but we'll get as close as we possibly can. Your VMS Account Executive will help you with this. You can always include a message about this in the 'Comments' section of the ordering process, or just let your representative know (you'll get an e-mail from them shortly after you place your order).
SHIPPING & DELIVERY
How long will it take to get my order?
Most orders of new logos ship within 7-10 business days (plus transit time to your location).
Do you offer rush processing?
If you need your order sooner than the standard lead time, Rush Processing is always available. Production time for rush service varies by product. Depending on the item, additional fees may apply. Please contact us for further information.
How long will it take to get my order? (Blank Samples)
Blank sample orders ship between 1-2 business days (plus transit time to your location), as we warehouse product across the country.
Can my order ship to multiple locations?
Absolutely! Please upload the addresses during the checkout process. If you are having difficulty with the online process, please note the shipping instructions in the comment section or email us at [email protected]
Do you offer expedited shipping?
We do. You can select 3-Day Select, 2nd Day Air, or Next Day Air with costs based upon the weight of your goods.
Can I ship on my own shipping account?
Yes. Just let your VMS Account Executive know (you'll get an e-mail from them shortly after you place your order) and they'll be happy to help.
Can I ship internationally?
Yes--VMS ships decorated goods worldwide.
PAYMENT
What type of payments do you accept?
We accept three different forms of payment: Credit Card, Check or Purchase Order. The Credit Cards accepted are Visa, MasterCard, American Express, and Discover Card.
When do you charge my credit card?
We authorize your card once you place the order on our website, but we do not collect the funds until your order has been shipped.
Do you offer Net 30 terms?
Yes. Please contact us before you place your order if you'd like to get set up on Net 30 terms.
RETURNS
What if I'm unhappy with my order?
If you're unhappy with your order because the product is defective or the imprint quality isn't what you expected, contact your VMS Account Executive and we'll rerun your order or refund your money. Your experience with VMS means everything to us and we will do our best to work with you on any issue. We must be notified of all returns within 30 days.
Can I return imprinted apparel and promo products?
The only returns we can accept are for defective goods. However, we will try and help you out as much as we possibly can, within reason.
COMPANY STORES
If you are interested in having VMS create a company store for you, email us at [email protected].
TRADEMARKS
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.
Use of Trademarks on Our Site:
VMS assumes no responsibility in trademark or copyright disputes. Catalog or web site examples showing logos, designs, insignias and any or all trademarks, placed on products shown are to serve only as examples of imprinting techniques. They are not presented for resale, nor are they to be construed as product or brand name endorsements by, or for, the trademark owner(s). All trademarks are the property of their respective owner.